Complaint Review: Sony USA Repair Laredo TX

SENT MY SONY EXPERIA Z3V TO SONY REPAIR FACILITY IN LAREDO, TEXAS THE PHONE WAS DROPPED AND THE SCREEN WAS CRACKED OVER 3/4 OF THE SCREEN. I WAS TOLD THAT IT WOULD COST $128.00 TO FIX THE SCREEN AND THAT THEY WOULD NOT TAKE THE MONEY OUT TILL THE PHONE WAS REPAIRED. ABOUT A WEEK LATER THE MONEY CAME OUT OF MY ACCOUNT, THEN TWO DAYS LATER I WAS SENT AN EMAIL SAYING THAT THE PHONE WAS REPAIRED AND THAT IT WAS IN THEIR PACKAGING SHIPPING DEPARTMENT AND THAT I WOULD RECEIVE AND EMAIL WHEN IT SHIPPED.

TWO DAYS WENT BY AND GOT NOTHING I CALLED AND TALKED WITH A CUSTOMER SERVICE REP RAMOS SANTOS, HE TOLD ME THAT IT WAS STILL IN THE SHIPPING DEPARTMENT. LATER THAT DAY I RECEIVED AN EMAIL SAYING THAT THE PHONE WAS UNREPAIRABLE AND WAS BEING SENT BACK TO ME UNREPAIRED. ABOUT 4 DAYS LATER I RECEIVED THE PHONE PULLED IT OUT OF THE BOX AND NOTICED THAT THE SCREEN WAS ONLY CRACKED IN THE LOWER 1/2 OF THE SCREEN AND NOT LIKE THE ORIGINAL PHONE I SENT THEM. SO IT APPEARS THAT THEY SENT ME THE WRONG PHONE BUT THEY ARE SAYING THAT ITS THE SAME PHONE. THERE WERE ORIGINAL PICTURES TAKEN OF THE PHONE WHEN THEY FIRST RECEIVED IT AND I SENT THEM PHOTOS OF THE PHONE AS I RECEIVED IT THEY ARE NOT THE SAME PHONE OR POSSIBLY THE SAME SCREEN ON THE PHONE. BUT I DONT SEE HOW THEY COULD CHANGE ONE BAD SCREEN FROM ONE PHONE AND PUT ANOTHER BAD SCREEN ON THE PHONE BECAUSE THE SCREENS WHEN TAKEN OFF WOULD JUST FALL APART SO THATS NOT POSSIBLE.

THE WHOLE THING IS VERY SHADY FIRST THE PHONE IS FIXED AND THEN ITS NOT THEN IT DOESNT APPEAR TO BE THE SAME PHONE WHAT HAPPENED TO THE ORIGINAL PHONE? AND WAS IT REALLY UNREPAIRABLE CAUSE THE PHONE TURNED ON THE CAMERA WORKED IF YOU HIT THE SIDE CAMERA BUTTON AND THE VOLUME TURNED UP AND DOWN YOU JUST COULDNT USE THE SCREEN CAUSE IT WAS CRACKED EVERYWHERE. SO HAD THEY PUT A NEW SCREEN ON IT IM PRETTY SURE IT WOULD OF WORKED.

SO THE QUESTION IS WHAT ARE THEY DOING AT THAT FACILITY DO THEY ACTUALLY REPAIR ANYTHING FROM OTHER RIPOFF REPORTS ON THEM IT SEEMS THAT THIS IS THE NORMAL WAY THEY DO BUSINESS. THEY EITHER DONT REPAIR IT AT ALL OR THEY CAUSE MORE DAMAGE TO THE PRODUCT YOU SEND THEM OR SEND YOU BACK A DIFFERENT ONE THEN YOU SENT THEM. THEY DID REFUND THE MONEY HOWEVER I WANTED MY PHONE FIXED AND IF NOT THE PHONE BACK I SENT THEM ORIGINALLY. I HAVE MADE SEVERAL PHONE CALLS FINALLY I ASKED TO TALK TO A SUPERVISOR (ANA) OF COURSE NO LAST NAME WAS GIVEN AND SHE TOLD ME TO SEND HER THE PICS OF THE ORIGINAL PHONE DAMAGE AND THE PHONE DAMAGE OF THE ONE I RECEIVED BACK.

I WAITED 2 WEEKS FOR A RESPONSE AND GOT NOTHING SO I CALLED AGAIN AND THE CUSTOMER SERVICE REP TOLD ME THE SAME THING I HEARD SEVERAL TIMES I WILL ESCALATE THIS AND YOU WILL RECEIVE A CALL WITHIN THE NEXT 48 HOURS WHICH THE LAST TIME THEY TOLD ME THAT IT NEVER HAPPENED. SO I ASKED TO TALK TO A SUPERVISOR AGAIN AND DID AND HE SAID ANA IS NOT HERE TODAY SO I WILL LEAVE HER A MESSAGE AND SHE WILL GET BACK TO ME IN 48 HOURS AND NOW HERE I SIT WRITING THIS AND THE 48 HOURS HAS PASSED NO CALL. IT IS APPARENT THAT THIS FACILITY IS DOING SOME SCAM AND THEY KNOW IT AND NO ONE HAS DONE ANYTHING ABOUT IT SO IT JUST KEEPS HAPPENING TO PEOPLE. I THINK ITS TIME A LAWYER GETS INVOLDED AND HOLDS THEM ACCOUNTABLE FOR WHAT THEY ARE DOING TO CUSTOMERS. CLASS ACTION SUIT NEEDS TO TAKE PLACE OR THIS WILL NEVER GET RESOLVED. IM SURE THERE A MANY MANY PEOPLE OUT THERE THAT HAS HAD THIS HAPPEN TO THEM.